Severity Definitions

1. Assigns specialist(s) to correct the Error on an expedited basis.
2. Provides ongoing communication on the status.
3. Begins to provide a temporary workaround or fix.

The assumption is that customer resources are available during the contractual service hours, as necessary, to collaborate on a workaround or fix.

A Severity Two issue indicates the production system is functioning but severely impacted with limited capabilities, or is unstable with major periodic interruptions, or mission critical applications, while not being affected, have experienced material system interruptions. A Severity Two issue may also indicate there is a time sensitive question impacting performance or deliverables, or a major subsystem under development is blocked. SkyVault assigns a specialist, and provides additional, escalated procedures as determined necessary by SkyVault Support Services staff. SkyVault exercises commercially reasonable efforts to provide a workaround or include a fix for the Severity Two issue in the next Service Pack/Maintenance Release.

A Severity Three issue indicates the production system is still functioning but capabilities are moderately impacted, or the system is unstable with minor periodic interruptions or a minor loss of product functionality. A Severity Three issue can also indicate there are errors in system development that may be impacting performance deliverables. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

A Severity Four issue is a general usage question, request for information, reporting of a documentation error, or recommendation for a future product enhancement or modification.  There is low-to-no impact on your business or the performance or functionality of your system.